I have been a customer of ASOS since 2013, and I thought that it was an amazing site. A lot of cute clothing, great sales, and shipping was relatively quick considering it was coming overseas to Ontario, Canada. I was really a huge fan.

But then the problems started. I ordered 2 dresses back in late March/ and early April and they never arrived. Had to email customer service because there isn't a phone centre, and received generic automated responses. Was told to "look with neighbours, at the post office" or a safe place where my mail may have been delivered. Well- anyone who lives in urban Ontario knows that mail is delivered to community boxes and would never be left at a neighbours house! P.S. I love a company trying to blame the mail system for their mistakes.

3 business days later, and no sign of my dress, I email customer service again, and they decide to mail out the dress again. Yet they keep leaving off the province in my mailing address, despite me telling them to include it. I point out that its all in my account information, and I double check to make sure that its all correct, and it is- they still make the same mistake over and over. The second order is now late, and I have to start the same conversation with a new agent.

Long story short, there is NO CUSTOMER SERVICE! There isn't anyone who you can speak with live, or even have the same person to deal with your problem. You end up speaking to a new person every time! There is no tracking information unless you pay $15 for express, and there is no way for me to get a hold of the same person to deal with my account. I have tried twitter as well, and it's just as horrible. I'm so sick and tired of explaining the situation with my orders over and over again with new people every single time I email customer care.

My experience with their customer service alone will deter me from ever spending another dime at that site. Sorry, but that is deplorable in this day and age where you should have your stuff together when you offer free international shipping. It shouldn't be left to chance, and there should be a tracking number with EVERY order without having to pay for express shipping. Such a load of crap!

I wouldn't recommend shopping this site, unless you are willing to take a chance of getting your order or not. Unacceptable in 2015!

I have been shopping from ASOS for just over a year now. I find the clothes are pretty good quality. I think they are slightly overpriced, although, you can find a few good deals here and there. I find that they are right on trend, which is hard to find where I live.
I hate their shipping though. If I get the expedited delivery then my order tends to come right on the expected delivery date, or even before the expected delivery date. I have to pay quite a bit for duty though. The real problem, I find, is with their regular shipping. I have yet to receive any package by the expected delivery date. They also don't give you a tracking number so you have no idea where your package is or when it will arrive. I've asked about this before and I was told that there is no tracking number provided, which is why I don't get a tracking number for my packages. I know for a fact that Canada post gives out tracking numbers to anyone that uses them to ship, which is who ASOS uses, so I can't understand why I wouldn't receive a tracking number.

Just recently, I had ordered 2 packages, one on Black Friday, and another on Cyber Monday. I had waited well over a week for both packages to arrive (one of which, still has not). When I e-mailed customer service about this problem, I received an automated message telling me to check in safe spots where the delivery man may have left my package or with my neighbors who may have accepted the package. I did both, way before I received that e-mail so I replied to that email stating that it had been over a week for both packages and then someone who works in their customer service replied telling me that they will be sending out a replacement package for one of my orders. I won't be charged for this order as I have already paid for the previous one and it never came. Well that's great and all but that means that now I have to wait even longer for my package to arrive. It's now going into the Christmas and New Years holidays so I wont be receiving my replacement package for well over a month now. It's just aggravating. I shouldn't have to wait 2 months for a package to arrive. Maybe if they gave out the tracking numbers then this could be avoided. Not to mention that park of my order is no longer available so I won't be receiving that. I am not happy with my last few interactions with ASOS. The next time I order something from them will be something that I know I can't find elsewhere.

Shoes

Didn't

Come

in Nike box

came in cardboard box

I don't like that how so I know the shoe wasn't worn

Let me start off by saying that I love shopping through ASOS. They have an excellent selection of clothes featuring a variety of brands, and I love looking through the newly added section. However, I can no longer tolerate the unnecessary charges to Canadians. On the regular, you are required to collect your parcel from Canada Post - you will be forced to pay taxes. If you have ordered a large amount, this number can quickly add up. While this is not the end of the world, and ASOS offers a 15% discount for Canadians, this is something that it not advertised. The real issue is that items will be randomly shipped through DHL, where you will be forced to pay big bucks. I recently made a purchase of $168, and one pair of jeans (by the brand Collusion-which I have ordered from before and was not shipped through DHL), was shipped through DHL for no reason, and they now want me to pay $31 on a $50 pair of jeans. For a last minute add to my order, this is very infuriating. I contacted ASOS and they simply stated that "this fee will be charged regardless of the price of your parcel and we cant control these charges as its mandated by your country..., its a good idea to contact your local customs office for current charges before you order, so you're not surprised by charges you weren't expecting." While I understand that packages may be shipped from another country and have charges, they are essentially blaming me for "not checking the customs office before ordering" which is impossible because they offer one shipping option - standard shipping, and they do not tell you which company they will be using. It is only after you have placed your order do you receive the lovely DHL charges, so there is no way you could prevent it. I also spoke to them about how we are now getting screwed over when we try to returns items. You used to be able to print your return slip and ship your items back through a courier of your choice- you would pay of course. However now they are forcing us to initiate returns through a program called Rebound - it forces you to pay $22 just to make the returns notice and prepaid label. This is per order and you cannot make a return slip without paying it. I asked them how this is fair, say if you had three packages with only one item to return from each package, you will be forced to pay $66 to return say, 2 pieces of jewelry and a swimsuit top. They had no answer and immediately reminded me of the15% discount they offer - because that surely covers all of these charges? I have ordered from plenty of US companies and UK companies and never gotten this many charges - at least the UK companies are upfront about the taxes and duties, usually adding it to your total before you pay. Many people are understandably shocked and angry because they are shopping on the ASOS Canadian website and ASOS is not upfront about these charges. This will be my last purchase unless they develop a better system for us.

I received their package. It is torn appart with items missing. Customer support is basically non existent. They are not helpful and do not respond. Do not order from them. Terrible!

I love this website. I bought a dress three weeks ago, really good, I am happy.

ASOS customer service is the worst. They don't know can't do their job properly. I honestly think that outsourcing is hurting companies big time.

I bought a jacket on sale with a 15% coupon code. Less than 12 hrs I noticed that they had a 20% of so I reached out to customer service hoping they can give me the difference. That's where the nightmare started. The agent told me they can't give me a credit but instead what I can do is order another one with the right coupon code and they will return the other one back to sender as soon as the carrier gets it.

First agent did not do their job so I reached out again asking them to please prevent the order to get to me. The agent tried to blame me for not reaching out but luckily I had taken a screenshot of my previous conversation with the other agent telling me that I had nothing to do and that everything will be done on their end. She assured me that she will return my jacket and that I had nothing to worry about.

To my big surprise, the item still
Makes to me after I've asked two different people to return item to sender.

At that point I was livid…

I reached out a 3rd time demanding my refund because I wasn't going to waste my time returning when I've asked several times for people to do their job. After a lot of back and forth I decided to just return to end this situation as it was causing me a lot of anxiety. Can you guys believe that they wanted me to pay for the return lucky I knocked some sense into them and they sent me a free return label.

I thought this was all over until I was told I had to pay delivery fees. I gladly paid for the one I kept but was reluctant to pay the one I wanted to send Back but I had no choice because I needed to accept it to return the item. I was furious about it.

After paying the delivery fees TWICE, I sent it back and reached out to them to get my money back. I was with them for a whole hour. They did not refund me. It's really not about the money it's about the principal. You had me order a second one and expect me to pay the delivery and not reimburse me?!?

ASOS do better… it will be helpful if we can reach you guys over the phone and not simply online. This was my first experience with you guys and my last one. I am definitely leaving a review everywhere I can.

Canadian stay away from ASOS.